Notify requester - ticket taken

RT Users
1

hello,

We have an rt4 server that’s been working quite well for about a year
in our organization. However I have just been asked to find out how to
get RT to send email notifications to requestors when RT assigns a
ticket to someone. I’m thinking that there might be a template I can
edit that would do this. Does anyone have a suggestion on how best to
accomplish this? Apologies if this is a rather basic question.

Thanks
Tim
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

2

Tim,

That would be a real easy one to develop. Yes, you can create a new
template that could be global or for a Queue that would relate the
pertanent info and that template would be the one you refer to in your new
notification scrip.

You will want to name it appropriately (Notify Requestor on assignment),
the condition would be “On Owner change” and the action would be “Notify
Requestor” and then you name the template as your new template.

Hope this helps.

KennOn Thu, Jun 28, 2012 at 5:22 PM, Tim Dunphy bluethundr@gmail.com wrote:

hello,

We have an rt4 server that’s been working quite well for about a year
in our organization. However I have just been asked to find out how to
get RT to send email notifications to requestors when RT assigns a
ticket to someone. I’m thinking that there might be a template I can
edit that would do this. Does anyone have a suggestion on how best to
accomplish this? Apologies if this is a rather basic question.

Thanks
Tim

GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

3

Hi,

Have you disabled default auto-reply notification scrip? It sends a
message to requestors when ticket is created.

Condition you need is on the wiki:

http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Owner_Change_from_Nobody_to_Any

The rest is there in default RT installation.On Fri, Jun 29, 2012 at 3:22 AM, Tim Dunphy bluethundr@gmail.com wrote:

hello,

We have an rt4 server that’s been working quite well for about a year
in our organization. However I have just been asked to find out how to
get RT to send email notifications to requestors when RT assigns a
ticket to someone. I’m thinking that there might be a template I can
edit that would do this. Does anyone have a suggestion on how best to
accomplish this? Apologies if this is a rather basic question.

Thanks
Tim

GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Best regards, Ruslan.